Customised IT Service Desk Outsourcing Solutions

An outsourced service desk typically offers a range of IT support services, including incident resolution, service request management, and knowledge management. Additionally, service desk providers may offer proactive monitoring, reporting, and analytics to enhance IT performance. Often, the an outsourced service desk will also provide support for software applications, hardware issues or network problems.

Using an outsourced service desk for your business can provide a range of benefits. These include cost savings, improved service quality, 24/7 support, access to a wider pool of technical expertise, and scalability to handle fluctuations in demand. Additionally, outsourcing can free up internal resources for core business functions.

Choosing a service desk provider requires consideration of several factors, including their expertise, pricing, service level agreements, and security protocols. It’s important to evaluate against existing reviews and ability to meet your business needs, but also against wider elements such as organisational alignment and sustainability credentials.

Outsourcing your service desk can benefit your business if you have limited in-house IT resources or expertise, experience high ticket volumes, or require 24/7 support coverage. Additionally, outsourcing your service desk can provide cost savings, improved employee satisfaction, and access to specialised technical expertise.

An outsourced service desk typically provides technical expertise and support for a wide range of IT issues. This includes hardware and software troubleshooting, network and connectivity problems, password resets, system configurations, and software installations.

An outsourced service desk plays a crucial role in enhancing business productivity by swiftly resolving technical issues, minimising downtime, boosting employee morale, and optimally utilising IT resources. Additionally, they offer proactive assistance and contribute to the upkeep of a robust and secure IT infrastructure. 

The difference between an IT helpdesk and an IT service desk mainly comes down to what they do:

IT Helpdesk

• Focuses on providing reactive support to end-users, addressing technical issues and troubleshooting problems as they arise. 
• Primarily deals with resolving individual incidents and service requests promptly and efficiently. 
• Typically operates as a single point of contact for users to report issues and seek assistance with IT-related problems. 
• Often emphasises on resolving issues quickly to minimise disruption to business operations.

IT Service Desk

• Offers a broader range of services beyond reactive incident resolution, including proactive IT service management and strategic IT planning. 
• Takes a more holistic approach to IT support, managing IT services, processes, and resources to align with business objectives. 
• Focuses on delivering high-quality services to meet the needs of both end-users and the organisation as a whole. 
• May involve service level agreements (SLAs), service catalogues, and ITIL (Information Technology Infrastructure Library) frameworks to standardise and improve service delivery.

To sum it up, while both the IT helpdesk and the IT service desk deal with IT issues, the service desk takes a more strategic approach, while the helpdesk is all about quick fixes and keeping things running smoothly. 

Yes, many IT service desk providers offer tailored solutions tailored to the unique requirements of businesses. This may include implementing specific SLAs, integrating with existing IT systems and processes, or supporting specific technologies. 

At Kerv, our approach is to offer complete flexibility, whether you need an end-to-end full IT and security managed service or 3rd line support for your business-critical solution. Get in touch with the team to discuss your requirements. 

Yes, many IT service desks operate under SLAs that define the level of service users can expect, including response times, resolution times, availability, and other performance metrics. SLAs help ensure accountability and provide clear expectations for both users and service providers. 

However, a good IT service desk provider should be judged on more than just meeting SLAs. Check out our blog to see what other factors should be considered. 

At Kerv, we’re committed to delivering world-class support to our clients, which is why we use industry leading ITSM solution ServiceNow. ServiceNow is allows us to efficiently handle incidents, changes, problems, and service requests, ensuring smooth communication and seamless workflows.